Give routine information a defined home
Approved hours, service details and straightforward policy explanations are reasonable candidates for AI support. Your team should agree the source of each answer and identify the topics that require personal attention. The boundary can evolve after reviewing real usage.
Make the handover understandable
Customers need to know what happens when they ask for help beyond the assistant’s scope. Staff need the previous messages, access to the right tools and a clear responsibility to respond. A button alone does not establish a service process or guarantee a response time.
Agree when the assistant resumes
A person might resolve one question while the customer still needs other help. Decide how your staff use takeover and return controls. Review difficult conversations together and improve either the source information or the operating process rather than asking the assistant to guess its way through exceptions.